Method and apparatus for managing communications and for creating communication routing rules
First Claim
Patent Images
1. A method for managing communications comprising the steps of:
- receiving a communication having content for an unknown destination;
displaying and assigning one or more of a plurality of values from a predetermined value set to each of one or more of a plurality of predetermined characteristics corresponding respectively to the value sets and relating to the content of the communication;
selecting a destination base on the values assigned in said assignment step; and
transferring the communication to the destination selected in said selecting step.
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Accused Products
Abstract
A method and apparatus for managing communication, such as telephone calls. One or more of a plurality of predetermined values are assigned to each of one or more of a plurality of predetermined characteristics relating to a received communication. A destination is selected based on the assigned values and the communication is routed to the selected destination. Scripts can be generated to route the communication to a specified device of the destination.
139 Citations
85 Claims
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1. A method for managing communications comprising the steps of:
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receiving a communication having content for an unknown destination;
displaying and assigning one or more of a plurality of values from a predetermined value set to each of one or more of a plurality of predetermined characteristics corresponding respectively to the value sets and relating to the content of the communication;
selecting a destination base on the values assigned in said assignment step; and
transferring the communication to the destination selected in said selecting step. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A method for classifying a communication having content when the destination is unknown comprising:
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analyzing the content of the communication for selecting a destination;
applying the content of the communication to a characteristic matrix representing the content;
presenting and assigning a predetermined value to each characteristic in the matrix based on the content of the communication, the assignment of predetermined values forming a particular matrix structure;
classifying the communication by selecting a destination based on the structure of the matrix. - View Dependent Claims (30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42)
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43. A computer readable media having instructions recorded thereon for managing communications having content, said instructions comprising:
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instructions for displaying and prompting a user to assign one or more of a plurality of predetermined values from a predetermined value set to each of one or more of a plurality of predetermined characteristics corresponding respectively to the value sets and relating to the content of a received communication for an unknown destination;
instructions for selecting a destination based on the values assigned in said assignment step; and
instructions for transferring the communication to the destination. - View Dependent Claims (44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62, 63, 64)
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65. A method of managing communications comprising:
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ascertaining a meaning of at least a portion of the communication for an unknown destination;
displaying and applying a translational language to the meaning, the translational language comprising a plurality of predetermined values from a predetermined value set to each of one or more of a plurality of predetermined characteristics corresponding respectively to the value sets and relating to the content of the communication;
selecting a destination based on the results of said applying step; and
transferring the communication to the destination. - View Dependent Claims (66, 67, 70, 71, 72, 73, 74)
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68. A method for managing communications by applying a translational language to the communication to determine a destination for the communication, said method comprising:
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determining, before receiving a communication for an unknown destination, a characteristic of a communication to be used in determining a destination for the communication;
determining, before receiving a communication for an unknown destination, a set of plural values that can be assigned to the characteristic;
receiving a communication having content for an unknown destination;
presenting and assigning at least one of the plural values in the set to the characteristic based on the content of the communication;
selecting a destination based on the at least one value assigned in said assigning step; and
transferring the communication to a destination based on the at least one value assigned to the characteristic. - View Dependent Claims (69, 75, 76, 77)
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78. A method for setting up a system for managing communications by applying a translational language to the communication to determine a destination for the communication, said method comprising:
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determining at least one presentable characteristic of a communication for an unknown destination to be used in determining a destination for the communication;
determining a set of presentable plural values that can be assigned to the characteristic;
determining at least one rule correlating a value of the characteristic to a destination for communications having content associated with the value.
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79. A method for managing communications using a translational language to synthesize the content of a communication into a reduced set of elements, said method comprising the steps of:
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receiving a communication having content for an unknown destination;
determining a list of elements relating to the communication'"'"'s content, said list comprising plural elements;
displaying and applying a logical polysemy expression to the list of elements to express the content of the communication;
using the logical polysemous expression to determine the destination of the communication; and
transferring the communication to the destination. - View Dependent Claims (80, 81, 82, 83)
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84. A system for managing communications by applying a translational language to the communication to determine a destination for the communication, comprising:
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an interface for displaying and determining at least one characteristic of a communication for an unknown destination to be used in determining a destination for the communication;
an interface for displaying and selecting at least one value from a set of predetermined plural values that can be assigned to the characteristic; and
an interface for determining at least one rule correlating the at least one selected value of the characteristic to a destination for communications having content associated with the value.
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85. A method for setting up a system for managing communications by applying a translational language to the communication to determine a destination for the communication, comprising:
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displaying and determining at least one characteristic of a communication for an unknown destination to be used in determining a destination for the communication;
displaying and selecting at least one value from a set of predetermined plural values that can be assigned to the at least one characteristic; and
determining at least one rule correlating the at least one selected value of the at least one characteristic to a destination for communications having content associated with the value.
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Specification